CRM and Retentions Manager

CRM & Retention Manager

Drive Loyalty. Shape Customer Value. Maximize Lifetime Revenue.

At BJAK, we’re on a mission to make insurance and financial services more accessible, affordable, and inclusive across the region.

The CRM & Retention Manager is a strategic and high-impact role responsible for strengthening customer loyalty, maximizing customer lifetime value (CLV), and driving long-term revenue growth through data-driven CRM and retention strategies.

You will lead customer lifecycle planning, analyze user behavior, develop targeted retention campaigns, and collaborate with Product and Marketing teams to ensure a seamless, value-driven customer experience.

What You'll Do

Customer Lifecycle & Retention Strategy

• Define and execute end-to-end CRM and retention strategies to drive customer loyalty, repeat usage, and overall CLV growth.
• Develop frameworks, processes, and metrics to reduce churn and improve customer engagement across all BJAK products.
• Monitor customer data, behavior, and usage patterns to identify risks, opportunities, and actionable insights.
  
  

Customer Relationship Management

• Build and maintain strong client relationships to ensure satisfaction and long-term retention.
• Conduct regular customer check-ins, usage reviews, and feedback sessions to understand needs and resolve issues proactively.
• Provide training and guidance to users to maximize adoption and value realization of BJAK’s products.
  
  

Campaigns & Cross-Functional Collaboration

• Partner closely with Marketing to design targeted CRM and retention campaigns that deliver measurable uplift and ROI.
• Collaborate with Product teams to enhance customer experience, optimize product features, and improve commercial viability.
• Work with Support and Operations to resolve customer issues and ensure smooth customer journeys.
  
  

Growth, Insights & Commercial Impact

• Analyze customer trends, segmentation, and performance metrics to drive upsell, cross-sell, and retention opportunities.
• Build and present customer success and retention reports to leadership, highlighting insights, progress, and commercial outcomes.
• Stay updated on industry trends and emerging fintech solutions to refine strategies and maintain competitive advantage.
  
  

The Right Fit Has

• 5–7 years of experience in CRM, Retention, Customer Success, or Commercial Strategy within fintech, digital platforms, or high-growth B2C environments.
• Proven track record of reducing churn and improving customer engagement, retention, or lifetime value.
• Strong analytical capabilities with experience in CRM tools, segmentation, cohort analysis, and ROI measurement.
• Demonstrated ability to build customer relationships and influence cross-functional teams (Product, Marketing, Operations).
• Excellent communication and problem-solving skills, with the ability to translate insights into strategic actions.
  
  

Why Join BJAK

• Lead customer retention strategy for a fast-growing digital insurance platform.
• Directly shape customer experience, loyalty, and long-term commercial value.
• Work in an innovative environment with opportunities for regional impact.
• Hybrid work setup in Malaysia, competitive remuneration, and strong career progression opportunities.